Customer Support and IT Helpdesk Specialist (Remote)

About the roleWe are seeking a Customer Support and IT Helpdesk Specialist to provide internal technical assistance to employees in a fully remote environment. The role involves troubleshooting hardware, software, and procedural issues, maintaining internal systems, and ensuring a high‑quality support experience for the whole organization.Key responsibilitiesRespond promptly to employee queries via email and chat, delivering accurate and professional assistance.Diagnose and resolve technical problems on Windows and macOS platforms, as well as common SaaS applications.Reproduce and document product malfunctions, escalating complex issues to engineering when needed.Maintain and update internal knowledge bases and databases with solutions and workarounds.Communicate new feature releases and changes, providing training and guidance to staff.Collect employee feedback and share insights with operations and IT leadership.Assist in onboarding and training junior support and helpdesk team members.Required profileProven experience in a customer support, IT helpdesk, or similar technical assistance role.Strong familiarity with both Windows and macOS operating systems.Experience with general IT administration tasks such as user provisioning, account access management, and multi‑factor authentication.Hands‑on experience using ticketing and help‑desk platforms (e.g., Jira Service Management, Zendesk, Freshservice, ServiceNow).Required skillsWindows operating systemmacOS operating systemSaaS platform supportJira Service ManagementZendeskFreshserviceServiceNowUser provisioning and MFA administration

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